DWP does not understand well enough the experience of vulnerable customers and customers with additional or complex needs. DWP’s customers have a wide range of vulnerabilities and additional or complex needs due to poverty, age, health problems and disabilities. DWP has some arrangements in place to support these customers, including 37 Advanced Customer Service Support Leads who provide specialist support and advice for customers at serious risk of harm, abuse or neglect. It is also using artificial intelligence to help identify vulnerable customers from the wording they use in their communications, but concedes it does not have a screening system to identify such customers on the telephone. DWP is planning to revamp its regular customer experience survey and wants to use the survey data to understand better the variation in satisfaction between different groups of customers. recommendation DWP should gather the data it needs to develop a deeper understanding of the experiences of different customer groups and act to improve the support it provides in light of its customer experience survey and any wider research findings.